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Disha Arora (N28 Technologies) asked in #Customer Service
Oct 8, 2018, 2:19 PM

Data Category mapping

Hi All,

 

If I understand the Functionality of Data category Mapping in Salesforce Correctly, It is used to give suggested Articles in Knowledge Sidebar.

 

I have enabled the Mapping with one picklist value Data Category mappingHere is the Category on Article.User-added imageCase where no suggested article coming :

 

User-added image Can any body please help, where I am going wrong ? Why It is not coming in Suggested articles.

 

Thanks,

 

Disha

 

 
4 answers
  1. Pradeep Jonnalagadda (Lattice Squad LLC)
    Oct 8, 2018, 7:16 PM
    Hi Disha,

     

    The knowledge sidebar suggests the suggested articles based on the subject in your case(not the data categories). The Data Categories help you filter the articles or find the articles easily. When you click the funnel icon in your knowledge sidebar, you can filter the articles based on the data category.  Say for example you have a data category hierarchy setup as follows. 

     

    Phones--> Cell Phones--> Apple Phones

     

    Phones--> Cell Phones-->Android Phones

     

    Phones--> Landline phones-->Cordless Phones

     

    You could click on the funnel(icon) in the knowledge sidebar and filter articles related to Cell Phones only.

     

    The purpose of the data category is nicely encapsulated here:

     

    https://help.salesforce.com/articleView?id=category_whatis.htm&type=5

     

    Let me know if this helps?

     

    Thanks,

     

    Pradeep

     

     
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